Returns & Refunds

BioPlus carries medical-grade skincare from authorised brand partners including Colorescience, EltaMD, SkinCeuticals, Vivier Skin Pharma, and ZO Skin Health. Once a product's packaging or seal has been opened, it is no longer considered medical-grade and cannot be returned, exchanged, or refunded under any circumstance.

This policy reflects Health Canada regulations on the resale of opened cosmetic and skincare products. It protects every BioPlus customer by ensuring that every product we sell is sourced, stored, and delivered to the same clinical standard.

Unopened merchandise ordered in error may be returned within 30 days from confirmation of delivery to your mailing address.

To be eligible for a return, the product must be:

• Unopened and in its original sealed packaging
• In resalable condition with intact seals, labels, and tamper-evident features
• Accompanied by proof of purchase from biopluslaser.com

Contact our team to begin a return. We will confirm eligibility, provide your return reference, and walk you through the next steps.

Email: burnaby@biopluslaser.com
Phone (Burnaby): 604-638-2299
Phone (Richmond): 604-638-2298

Customers are responsible for funding their return shipments. We recommend using a trackable shipping method, as BioPlus is not responsible for returns lost or damaged in transit.

All returns must be sent to our Burnaby location. Mark "Return" and your order number clearly on the outside of your return package.

BioPlus International Laser & Skin Clinic — Returns
5400 Kingsway, Building #155
Burnaby, BC V5H 2E9
Canada

Once we receive and inspect your return, we will email you to confirm whether the return is approved. Approved refunds are processed to your original method of payment within 5 to 7 business days. Depending on your bank or credit card provider, it may take an additional 3 to 5 business days for the refund to appear on your statement.

Original shipping charges are non-refundable.

In the event of an issue, product malfunction, or skincare defect, contact our team immediately and we will make things right. Include a photograph of the product and packaging in your initial message so we can resolve your issue quickly. For damaged or defective items, BioPlus covers all replacement and return costs.

If your original order was placed using Glow Account points, those points will be returned to your account upon approval of your return. Glow Points do not have a cash equivalent and cannot be refunded as currency.

If your return brings your eligible online order spend below the $150 free shipping threshold, the cost of standard shipping ($15) may be deducted from your refund.

For full Glow Account program rules, see our Glow Account Terms.

If you would like to exchange an unopened product for a different size, formulation, or item, contact our team. Exchanges follow the same conditions as returns: items must be unopened and within 30 days of delivery. Any price difference between items will be either charged or refunded depending on the direction of the exchange.

Treatments and treatment packages are handled differently from product purchases. Our clinical team works with each patient to ensure the right treatment plan is selected, which is why consultations are required before any treatment begins.

Deposits placed to secure a treatment appointment are applied to the cost of that treatment at the time of service. Deposits are non-refundable for missed appointments or cancellations made less than 24 hours before the scheduled time.

If you cancel a treatment before it is performed, any payment made is refundable, subject to deposit and cancellation conditions explained at the time of booking. Once a treatment has been performed, it is not refundable.

Treatment packages are offered at a reduced price compared to single sessions. If you have purchased a package and have completed some but not all of the sessions, contact our team to discuss your options. Refunds for unused sessions are reviewed case-by-case and calculated based on the single-session price of the treatments already received, not the package rate.

Clinical results vary based on skin type, treatment area, individual response, and adherence to aftercare guidance. While we set realistic expectations during your consultation, we cannot guarantee specific outcomes. Treatments performed in accordance with clinical standards are not refundable on the basis of subjective dissatisfaction with results.

If you have concerns about a treatment outcome, please contact our medical team. We are committed to working with every patient to find the best path forward, including complementary treatments or follow-up sessions where appropriate.

Gift cards and treatment vouchers are non-refundable and non-transferable. In accordance with British Columbia law, BioPlus gift cards do not expire and can be redeemed at either clinic location for any treatment or product. Lost or stolen gift cards cannot be replaced.

Our team is here to help. If you have any questions about returns, refunds, or exchanges, please contact us:

BioPlus International Laser & Skin Clinic (Canada) Inc.
Burnaby: 604-638-2299
Richmond: 604-638-2298
Email: burnaby@biopluslaser.com